Insurance is a service industry in a global service economy — which means our customer service skills had better be top notch. But just how good are they?
Earlier this month, CFI Group came out with its second annual Contact Center Satisfaction Index (CCSI), a survey that measures customer satisfaction with call centers in eight industries, including insurance.
Although overall customer satisfaction with call centers gained 3 percent to a score of 72 out of 100, one in five customers end their contact center experience with unresolved problems, leaving them twice as likely to defect to another.
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